Forum Discussion

Liz_A's avatar
Liz_A
Super User
2 months ago
Solved

AR Classic v19 not Confirming even with the old confirmation tool

I have not been able to confirm my v19 files ending in 3049 - I have a number of these due to being a former partner. Please advise?

 

Regards

Liz

  • Princess_R's avatar
    Princess_R
    2 months ago

    Hi Liz_A,

     

    The perpetual license that you have should indeed allow you to continue using your files as you have been, without the need to switch to a subscription. I get that you're looking for help, but the Community Forum isn't our official support channel so it's best to contact our support team directly, either by phone or through MOCA. When you use MOCA, just type in "Get help from a support agent", and you'll get a link to chat with our live agent. Don't worry, once you’re connected, they'll help you confirm your files.

     

    Cheers,

    Princess

6 Replies

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  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    2 months ago

    Hi Liz_A,

     

    If the self-service confirmation option doesn't work, please connect with our live chat agents through our virtual assistant, MOCA. Ensure that you have all your complete account information handy so our team can activate or confirm the files manually if needed.

     

    Cheers,

    Princess

    • Liz_A's avatar
      Liz_A
      Super User
      2 months ago

      Hi Princess_R 

      MOCA won't help me because it is an old product. I have a Perpetual licence for all of my files and I believe MYOB is trying to coerce me into taking out a subscription so please ensure my SN is returned to perpetual licence status so that I can continue to use my files.

      Regards

      Liz

      • Princess_R's avatar
        Princess_R
        MYOB Moderator
        2 months ago

        Hi Liz_A,

         

        The perpetual license that you have should indeed allow you to continue using your files as you have been, without the need to switch to a subscription. I get that you're looking for help, but the Community Forum isn't our official support channel so it's best to contact our support team directly, either by phone or through MOCA. When you use MOCA, just type in "Get help from a support agent", and you'll get a link to chat with our live agent. Don't worry, once you’re connected, they'll help you confirm your files.

         

        Cheers,

        Princess

  • Liz_A's avatar
    Liz_A
    Super User
    30 days ago

    Hi Princess_R 

    I have lodged a support request and have been dealing with Sarah in NZ. She looked up my files and found that a number showed as cancelled even though I haven't cancelled any. She cannot determine why these are cancelled and even after reinstating these and giving me a Confirmation Code they still won't confirm. I have tried using the tool for confirming old files and it generates a code but the files still don't confirm. Some of my other files confirm normally so MYOB needs to fix the problem at their end. 

    Regards

    Liz

     

  • Liz_A's avatar
    Liz_A
    Super User
    28 days ago

    Hi Princess_R 

    I have just been able to confirm my files but still have no idea why MYOB cancelled a number of these without explanation in the first place. 

    Regards

    Liz

    • Princess_R's avatar
      Princess_R
      MYOB Moderator
      28 days ago

      Hi Liz_A,

       

      I'm happy to hear you've managed to confirm your files! Regarding the cancellation issue, I'm not sure why that happened, but I'm hopeful our support team can dive deeper into it for you. 

       

      Cheers,

      Princess

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